A wallet is your personal virtual account used to access and use the service. Each user is assigned one unique wallet number. To make an international transfer, you must first top up your wallet with the amount you wish to send. The credited balance shown in the app can then be used as your available balance for international remittances. When using the wallet service for international transfers, you can send money even during bank maintenance hours, and make transfers in real time at your preferred exchange rate whenever you choose.

FAQs Archive - Page 3 of 4

Q: I forgot my login ID.

On the login screen, tap “Find Account” at the bottom center and complete phone verification. Your registered account information will then be provided.

Q: I waited an hour, but my top-up hasn’t gone through.

There are several reasons why a wallet top-up may be delayed: 1. Transfers made during bank maintenance hours will be processed on the next business day. *Maintenance hours: daily 2:00 AM – 4:00 AM, and Sunday 7:00 PM – Monday 8:00 AM 2. Incorrect wallet number entry may result in the top-up being credited to another customer’s account. If your deposit record does not match your wallet number, please contact our customer support immediately. 3. Transfers from Mitsubishi UFJ Bank without the Immediate Transfer Service will be credited on the next business day. How to apply for the Mitsubishi UFJ Bank Immediate Transfer Service: 👉 Link 4.Transfers from banks that do not process deposits instantly In Japan, bank systems may display a transfer as “instant,” but the actual processing time can differ. On average, it takes about 10 minutes for the transfer to reach our bank. Some banks may take longer. If your top-up has not been credited after this time, please contact our customer support, and we can help verify whether the deposit has arrived at our bank. If the funds have not arrived, the top-up cannot be completed, and you will need to contact your bank directly for assistance.

Q: Can I change the bank or account name of my wallet account?

The wallet account is not a personal bank account that you register or link yourself. It is a unique virtual deposit account issued specifically for you for wallet top-ups. Therefore, the bank and account name cannot be changed. When topping up your wallet, simply use the wallet account number shown in the app. The financial institution you use to make the transfer can be any bank of your choice.